Telecommunications and Internet

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The Telecommunications Industry Ombudsman (TIO) receives complaints from consumers whose mobile numbers have been stolen by a fraudulent third party. Their new publication, Systemic Spotlight, explores the issue and how the TIO has worked with service providers to improve security and protect consumers. The publication highlights how the systemic investigation power allows The TIO to…

Read More Reducing fraudsters’ theft of mobile numbers

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Fixed-line NBN customers received generally good levels of service during the latest round of ACCC broadband speed tests, but some consumers experienced a dip in speeds. The ACCC’s latest Measuring Broadband Australia report, released today, expands the number of retail service providers (RSPs) to include Dodo, iPrimus and Exetel, enabling the report to cover a…

Read More NBN speeds mostly steady, but improvements needed

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Safer Internet Day is an annual, worldwide event to help encourage a better internet, with this year’s theme ‘Together for a better internet’ encouraging individuals to create a better internet by developing four, critical skills – Respect, Responsibility, Reasoning and Resilience. The Office of the eSafety Commissioner is the official Committee for Safer Internet Day in Australia—responsible…

Read More Safer Internet Day: “Together for a better internet”

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The ACCC is encouraging NBN customers experiencing slow connection speeds to contact their retail service provider (RSP) as they may be eligible for a refund following undertakings it has negotiated with RSPs over the last 15 months. Telstra, Optus, TPG, iiNet, Internode, Dodo, iPrimus and Commander have each admitted that they likely made false or…

Read More NBN customers urged to check if they’re entitled to a refund

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Thirty-one telcos face enforcement action for not having appropriately documented complaints-handling processes in place following investigations by the Australian Communications and Media Authority (ACMA). The ACMA investigated 41 telcos to assess their compliance with new requirements, in place since 1 July 2018, to have a documented complaints-handling process available for their customers. Following the investigations: only…

Read More Telcos directed to comply with complaints-handling rules

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The ACMA has established a Scam Technology Project to explore practical technical solutions to address the proliferation of scam calls over Australian telecommunications networks. ‘Scam calls are more than a nuisance. They pose a real threat, particularly to those in vulnerable circumstances such as older people,’ said ACMA Chair Nerida O’Loughlin. “This project will investigate…

Read More Scam Technology Project to address proliferation of scams

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The Regional, Rural and Remote Communications Coalition has again called for the Australian Government to introduce much needed reforms to underpin the delivery of telecommunications services across Australia. The RRRCC repeated its call when responding to the government’s proposals, flagged in a Department of Communications and the Arts consultation paper, which focuses on the reliability…

Read More Regional coalition repeats call for reform to telecoms services

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The Australian Communications Consumer Action Network (ACCAN) welcomes today’s release of the Federal Government’s report on Complaints Handling and Consumer Redress in the telecommunications industry. As Australia’s peak body representing telecommunications consumers, ACCAN has argued that better regulation in telecommunications is needed to safeguard the interests of consumers. The Government’s report acknowledges this need. “We…

Read More ACCAN welcomes new complaint powers for telco customers

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The Telecommunications Industry Ombudsman has published its 2017-2018 Annual Report today (17 October 2018). Launching the report, Ombudsman Judi Jones said, “The number of complaints about telecommunications services in Australia appear to be turning a corner. “Declining complaints across all landline, mobile and internet services are a positive indicator of recent industry, government and regulator efforts…

Read More Phone and internet complaints turning a corner

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The ACMA has directed Telstra to commission an independent audit of compliance with its priority assistance obligations for customers with life-threatening medical conditions. Telstra must also implement a range of systems, processes and reporting to assure the future reliability and effectiveness of priority assistance. The remedial direction results from an investigation into Telstra following two incidents in 2017, where…

Read More Telstra breaches priority assistance obligations

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Eight new members have joined the Australian Communications and Media Authority’s Consumer Consultative Forum (CCF) to provide information and advice on telecommunications issues affecting Australians. The organisations appointed are: Consumer Policy Research Centre Country Womens’ Association of Australia Deaf Australia Federation of Ethnic Communities’ Council of Australia LegalAid NSW NSW Business Chamber South Australian Council of…

Read More New appointments to telco consumer forum

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The ACMA’s final set of rules to improve the experience for consumers moving to services delivered over the National Broadband Network (NBN) commence today. ‘The ACMA has been working hard on behalf of consumers to address issues of concern before we reach the peak rollout period for the NBN,’ said ACMA Chair Nerida O’Loughlin. Over…

Read More ACMA’s telco rules finalised